ANALISIS KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN PADA BRAJA MUSTIKA HOTEL & CONVENTION CENTRE, BOGOR
DOI:
https://doi.org/10.24912/jm.v19i3.37Abstract
Sebagai pengembangan industri pariwisata di Indonesia, ada sejumlah hotel diperlukan sebagai fasilitas akomodasi, karena itu membawa persaingan di antara mereka. Dalam persaingan yang sangat ketat, hotel setiap pengusaha perlu berpikir tentang membuat beberapa ide kreatif dan meningkatkan kualitas layanan mereka akan ditawarkan kepada konsumen. Tujuan dari penelitian ini adalah untuk mengidentifikasi konsumen demografi di Hotel brajamustika, untuk menganalisis tingkat signifikansi melalui Braja Mustika Hotel kualitas layanan, dan untuk menganalisis tingkat kepuasan pelanggan melalui Braja Mustika Hotel kualitas layanan. Analisis ofthe data yang digunakan dalam penelitian ini adalah analisis deskriptif, Importance Performance Analysis (IPA), dan Customer Satisfaction Index (CSI). Studi ini menunjukkan bahwa tingkat kepuasan pelanggan yang terjadi pada tingkat puas.
As the development on the tourism industry in Indonesia, there are number of hotels required as accomodation facilities, hence it brings rivalry among them. In a very tight competition, every hotel businessmen needs to think about making some creative ideas and increasing the service quality they would offered to the consumers. The purposes of this study are to identify consumers demographic on hotel brajamustika, to analyze the significance rates through Braja Mustika Hotel service quality, and to analyze customers satisfaction rate through Braja Mustika Hotel service quality. Analysis ofthe data used in this research is descriptive analysis, Importance Performance Analysis (IPA), and Customer Satisfaction Index (CSI). This study showed that customers satisfaction rates was occurred on the satisfied rate.
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This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License